Usage tab

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • The Usage tab provides usage information related to conversation type, language used in the conversations, and engagement rate of actionable notifications delivered by Virtual Agent (VA).

    The indicators in the Usage tab provide the following information.

    Table 1. Usage indicators
    Indicators Descriptions
    Conversation type Number of conversations escalated from VA to a live agent, initiated and completed in VA only, or initiated and completed by a live agent.

    This indicator supports drill down to the list of conversations based on the selected conversation type.
    Topic sent via the Actionable notification The number of actionable notifications delivered from virtual agent to the users for the selected time range, and the number and percentage of actionable notifications that users engaged with, and did not engage with.
    Languages Languages used by users and the number of conversations in each language.

    This indicator supports drill down to the list of conversations based on the selected language.

    You must have the Chat Analytics Admin or Chat Analytics Viewer role to access the Usage tab.

    Figure 1. Usage tab
    Indicators displayed in the Usage tab: Conversation type, languages used, and topics sent via actionable notification.

    Click on the data points in the Conversation type and Languages indicators to drill down to the list of conversations based on the selected conversation type and language respectively.